Editorial Board   Guest Author

Ms. Stark

Naomi Stark

President, Stark Service Solutions, LLC

Stark Service Solutions, LLC was founded in 2001, by Naomi Stark, current Chair of the AH&LA Technology & E-Business Committee, an expert in guest satisfaction and loyalty and employee development. Stark Service Solutions, LLC is known for developing smart training and software platforms such as the Touch System. The Touch System is the only software tool of its kind, bridging HR, Training and Operations to sustain a culture of highly personalized guest experiences. This program brings a unique approach to customer satisfaction management, which consistently assists clients in all sectors of the industry. Ms. Stark began her hospitality career in 1996, at the Orchid at Mauna Lani in Food & Beverage, following several years in retail management. Ms. Stark quickly progressed with Starwood Hotel and Resorts and was promoted to Area Director of Guest Satisfaction Management in 1999. Her responsibilities included the guest and associate satisfaction ratings of each property in the region. Through analysis and careful examination of the commonalities causing guest and associate dissatisfaction, Ms. Stark developed the unique training program Formula 10™. Formula 10™ focuses on communication, accountability, and recognition practices across all departments. Through Formula 10™ and a system of checks and balances for every position in the hotel, every property in Ms. Stark's region achieved immediate sharp increases in customer satisfaction and loyalty ratings. Her properties repeatedly achieved “Best In Class” rankings and were recognized for consistently having very low “problems experienced by guests” ratings with the highest ranked “problem resolution” ratings. Clients from all major brands include W Hotels, Hilton Hotels, Wyndham Hotels, Best Western International, Marriott, Lexington and numerous independents. These have implemented Stark's specialized methodologies, experiencing enormous successes including increased diamond ratings and raising guest satisfaction ratings to as high as the nines from even the low sevens. For the second straight year Stark Service Solutions, LLC has been honored with the prestigious MD Preferred Services Award for “Outstanding Hospitality Training & Technology”. Hotels who use Stark systems - including the Housekeeping PM Touch System™ Module, which exclusively features an expert Bed Bug Inspection - receive special recognition by the medical community, for their “Commitment to Cleanliness and Service”. Ms. Stark is very involved in industry organizations and speaks regularly at events such as the 2011 HITEC convention on the subject of, “Technologies to Improve Hotel Operations”.

Please visit http://www.starkservicesolutions.com for more information.

Ms. Stark can be contacted at 480.614.1009 or nstark@starkservicesolutions.com

Coming up in August 2019...

Food & Beverage: Millennial Chefs Lead the Way

Led by Millennial chefs, hotels continue to foster sustainability, sourcing and wellness within their dining rooms and banquet spaces, and by all measures, this is responsible for an increase in their revenues. In many hotels, the food & beverage division contributes 50 per cent or more to hotel sales and they are currently experiencing double-digit growth. As a result, hotel owners are allocating an increasing amount of square footage for F&B operations. The biggest area of investment is in catering, which is thriving due to weddings, social events and business conferences. Hotels are also investing in on-site market or convenience stores that offer fresh/refrigerated foods, and buffet concepts also continue to expand. Other popular food trends include a rise of fermented offerings such as kombucha, kimchi, sauerkraut, tempeh, kefir and pickles - all to produce the least processed food possible, and to boost probiotics to improve the immune system. Tea is also enjoying something of a renaissance. More people are thinking of tea with the same reverence as coffee due to its many varieties, applications and benefits. Craft tea blending, nitro tea on tap and even tea cocktails are beginning to appear on some hotel menus. Another trend concerns creating a unique, individualized and memorable experience for guests. This could be a small consumable item that is specific to a property or event, such as house-made snack mixes, gourmet popcorn, macaroons, or jars of house-made jams, chutneys, and mustards -all produced and customized in house. One staple that is in decline is the in-room minibar which seems to have fallen out of favor. The August issue of the Hotel Business Review will document the trends and challenges in the food and beverage sector, and report on what some leading hotels are doing to enhance this area of their business.